How to complain

As a consumer you have the right to complain against a credit or financial institution in case you are not satisfied with the products or services provided. Although the EBA has no direct competence with regard to complaints against a credit or financial institution, in this section you will find some suggestions on the submission of complaints:

Contact the credit or financial institution

Submit an official complaint

Contact your national competent authority or Ombudsman

1. Contact the credit or financial institution

If you are not satisfied with the products or services provided by a credit or financial institution, you should first contact the customer service department of the respective institution. Contact details are usually available on their websites. For a prompt identification of the problem, it is always advisable to support your claim with relevant documents (i.e. the contract you concluded with the institution or any other document that would help identify the products and services for which you are complaining).

At this stage, credit or financial institutions are usually willing to help consumers in addressing their disappointment. Nevertheless, in case you are not satisfied with the solution proposed, you can still submit an official complaint.

2. Submit an official complaint

Each credit or financial institution shall have in place specific procedures for dealing with complaints, which are usually available on their website. Therefore, you should follow the procedure indicated for the submission of official complaints (preferably in written form). Again, supporting documents will be useful.

3. Contact your national competent authority or Ombudsman

In case you are not satisfied with the response provided by the addressed credit or financial institution, you can refer to either the respective national competent authority or the Ombudsman, when appropriate. To identify your national competent authority, please click on the corresponding country from the list below.